Guest Services Associate

Guest Services Associate

Long Meadow Ranch is a family-owned agricultural enterprise producing grapes and wine, olives and olive oil, grass-fed beef and lamb, fruits, vegetables, and eggs in the Napa Valley, Anderson Valley and Marin County. The Long Meadow Ranch operations also include an acclaimed farm-to-table restaurant, a general store and wine tasting bar in the historic Logan-Ives House, an outdoor cafe, a farmer's market, working garden and a variety of unique event spaces all located at Farmstead at Long Meadow Ranch.

LMR is looking for a professional and enthusiastic Guest Services Associate to elevate our customer experience. This unique role bridges the gap between digital hospitality and face-to-face service. Reporting to the Customer Success Manager, your primary focus will be managing customer inquiries and facilitating reservations via phone and email from Saturday through Monday. If you are a natural brand ambassador who thrives on providing superior service in multiple environments, we want to hear from you.

Essential Duties and Responsibilities

• Handle all incoming inquiries and communications with guests and booking reservations, including restaurant, hospitality, and events
• Respond to guest issues in a professional and timely manner
• Provide quality customer service and timely follow-up to guests on all issues and questions in phone and email
• Relay messages from guests or reservation notes to managers and staff
• Support other departments with inbound inquiries in times of peak demand, including the private events department
• Contact guests to confirm reservations, collect information on dietary restrictions or special occasions and propose opportunities for other LMR experiences
• Assist in the upload of all gift card from Toast to Commerce7
• Assist in tracking down all receipt inquires for tasting room and restaurant
• Assist in scheduling and managing the housing cleaning schedules for Chef's cabin and Bunkhouse as well as any updates that need to be made
• Assist in confirming all cabin stays and ensuring high quality of service-stay for our guests, also make sure to communicate with the guest as they will be the point of contact
• Assist in reaching out to all 3 star reviews that we receive via Sevenrooms only
• Assist with any wine club projects and ensure we are providing quality service and accurate information to our club members
• Perform additional duties and responsibilities as assigned

Seasonal Duties and Responsibilities

• Warmly and graciously greet all guests upon arrival and departure, ensuring they feel welcomed
• Assess guests' needs while always maintaining a professional and courteous attitude, especially when confronted with difficult guests
• Manage a challenging reservation book that consists of a high percentage of both reservations and walk-in traffic
• Greet guests and seat them at tables or in waiting areas, ensuring an efficient flow of seating
• Provide guests with menus and inform patrons of establishment specialties and features
• Maintain communication with kitchen staff, management, and servers to ensure that dining details are handled smoothly and customers' concerns are addressed promptly
• Inspect dining and serving areas to ensure cleanliness and proper setup
• Assist with maintaining a clean and organized front-of-house area

Education, Experience and Required Skills

• 1+ years of hospitality industry experience, ideally including work experience in hotels, restaurants, resorts, customer service, and special events
• Experience in a customer service call center with high volume
• Experience with Excel and Google docs
• Experience with SevenRooms a plus
• Customer service experience with a genuine desire to provide exceptional service
• Must have sharp attention to detail with good oral and written communication skills
• Able to work in a team environment as well as operate independently
• Must have a professional and pleasant phone manner at all times
• Must be able to speak on the phone for long periods of time
• Must be able to have a flexible schedule working weekends and holidays
• Experience in direct-to-consumer sales a plus
• Passion for wine and food
• A pre-employment background check is required

Physical Demands and Work Environment

• Ability to lift 40+ pounds
• Must be able to sit and work at a computer for long periods of time
• Ability to stand and walk for long periods of time
• Ability to remain calm under pressure and deal with unexpected situations
• Must be able to lift, balance, and carry plates of food
• Must be able to bend or twist the body
• Must be able to occasionally stoop, kneel, crouch or crawl

Compensation and Benefits

• This is a full-time, hourly position
• The Company reasonably expects to pay in the range of $24 to $26 an hour for this position. The Seater position will pay $16.90 plus tips, typically averaging up to $25 or more. Of course, this is depending on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, and business or organizational needs. This wage range may be modified in the future.
• Benefits including medical/dental insurance, paid vacation and 401(k)

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.